Senior Customer Success Manager

EXECUTIVE 1 HOLDING COMPANY•Tysons, VA

2d•$115,000 - $150,000•Hybrid

About The Position

We’re looking for a Senior Customer Success Manager who genuinely loves working with customers, the kind of person who lights up when a customer has their “now I get it” moment and starts using CORAS to do something they couldn’t do before. In this role, you’ll own a strategic portfolio of CORAS customers and make it your mission to get them to value: adopting the platform deeply, using it well, and coming back for more. Your north star is simple, customers who can’t imagine working without CORAS. Success here is measured by account health, adoption, value realization, renewal readiness, and the strength of the customer relationship. You’ll serve as a senior customer partner, adoption strategist, and internal voice of the customer, not just keeping customers happy, but helping them change how they work. This is a great fit for someone who has owned complex customer relationships, supported DoW or federal mission teams, driven software adoption, or helped senior stakeholders turn messy operational needs into practical technology-enabled workflows. If you’re fired up about helping the Department of War put agentic AI to work, even better. This is mission work: you’re helping the people who serve the country get more done with the time and resources they have. The ideal candidate is organized, adaptable, and energized, not overwhelmed, by juggling multiple priorities at once. They build trust quickly, keep internal teams rowing in the same direction, move fast, and communicate clearly even when the day throws curveballs.

Requirements

7+ years of experience in customer success, account management, implementation, consulting, program management, mission support, defense technology, federal program operations, or a related customer-facing role.
Experience owning strategic customer relationships, complex stakeholder environments, or multi-account portfolios.
Demonstrated ability to drive adoption, engagement, retention, customer value, or measurable mission outcomes.
Strong understanding of DoW, federal, defense, aerospace, Navy, Air Force, intelligence, or similarly complex enterprise customer environments.
Strong organizational discipline, with the ability to manage competing priorities, follow-ups, risks, and customer commitments without dropping the ball.
Excellent written and verbal communication skills, including the ability to brief customers, summarize complex issues, and create clear internal context.
A proactive, resourceful streak, you take ownership of customer needs, risks, internal alignment, and next steps without being asked.
A knack for learning software platforms and explaining them in a practical, mission-relevant, customer-friendly way.
The instinct to connect how a customer uses the software to the value, adoption, mission outcomes, and renewal readiness they care about.
Eligible for a Secret clearance.

Nice To Haves

Navy or Air Force experience, strongly preferred.
Prior DoW, military, intelligence, acquisition, program office, PEO, BFM, or mission-support experience.
Experience with SaaS, technology, consulting, implementation, delivery, or professional services in government, defense, aerospace, national security, or enterprise customer environments.
Experience driving software adoption, retention, renewals, expansion, customer health, executive business reviews, or customer value initiatives.
Experience helping government teams modernize workflows, improve decision-making, or adopt AI, data, automation, or decision-intelligence tools.

Responsibilities

Own a strategic portfolio of CORAS customers, serving as the senior customer partner responsible for adoption, account health, value realization, and renewal readiness.
Build genuine working relationships with customer stakeholders across program offices, PEOs, portfolio teams, and mission organizations, and learn what they are really trying to achieve, what they care about, and what gets in their way.
Create and execute customer success plans that connect CORAS capabilities to each customer’s mission priorities, goals, risks, and measures of success.
Keep a sharp pulse on usage, engagement, risks, and stakeholder alignment so you can catch issues early and spot opportunities to go deeper.
Run great customer touchpoints, recurring check-ins, adoption reviews, executive updates, and status meetings that customers actually find useful.
Stay on top of customer needs, questions, risks, and follow-ups across multiple accounts, nothing slips through the cracks on your watch.
Partner closely with solutions, product, delivery, sales, and leadership teams to remove blockers, deliver wins, and make sure we are building the agents, apps, and workflows that actually move the needle for customers.
Identify deeper use cases, expansion signals, and creative ways to boost engagement, adoption, satisfaction, retention, and long-term customer value.
Keep account plans, risks, health indicators, customer notes, and next steps sharp and current in CORAS systems.
Be the voice of the customer internally, translating feedback, risks, priorities, and mission needs into clear context for internal teams.